IEG4 Insights

John McMahon of IEG4 explains that not long ago, his teenage niece stated “email was for dinosaurs”. If correct, what are the implications for public sector customer services?

Topics: digital transformation, service design, onevu, customerengagement, citizenaccess

Local Government-as-a-Platform brings value to councils and citizens.

Topics: digital transformation, software, blue badge, channel shift, customerengagement, citizenaccess

In this blog, John Jervis of IEG4 looks at the importance of the business community to local government revenues and argues that effective digitisation of services will be not only attractive to business operators, but, will also offer councils new opportunities for revenue generation around improved services.

Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Do you want to engage more with your citizens, yet fear that the easier you make communication, the higher the demand will be on your staff?

Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Why bother with Master Data Management?

For organisations engaged with customers around many different interconnected products on a regular basis, it makes commercial sense to invest in developing a single view of the customer across legacy infrastructure.  Particularly when information in each silo needs to be understood in order to make effective business decisions.

Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

The pressure on social services to provide support for the vulnerable within the community is never far from the news headlines. Deadlines for a succession of promised green papers have come and gone.  The reality may be that effectively funding social care is difficult to explain, difficult to achieve and, dealing with it, is politically toxic. 

Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

We have our efforts upside down

In a thought-provoking lecture, entitled ‘Social Services Are Broken. How Can We Fix Them?’, Hilary Cottam stated that around £250,000 is spent each year, on each of around 100,000 families within the UK.  However, she highlighted that the £250,000 is not spent on the families themselves, but instead on the cost of running the support systems which have built-up around them.

Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Keeping people digitally informed about services and providing them with the means to access these services, creates value for those organisations who do it well. It also creates the much-needed pull to encourage customers to keep returning to digital and to reinforce the digital channel as the preferred choice for interactions.

Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess